Personalizing Customer Experience with Every Click
Twilio Segment (2023) reveals that 56% of consumers become loyal customers after experiencing personalized services. This is also the reason why 69% of businesses invest in personalizing customer experiences, despite the challenges posed by economic downturns.
Personalizing customer experiences has now become a survival strategy for any business that wants to gain a competitive edge in the market. However, the challenge lies in the fact that personalization cannot be achieved overnight, but requires long-term investment in technology platforms and data. This is when many businesses find themselves in a difficult position: the desire is there, but the resources are not sufficient.
Having the courage to invest heavily in digital transformation 20 years ago, Sacombank is one of the few businesses that demonstrates seriousness and systematicity in researching and implementing customer experience personalization strategies. This is clearly evident from the very first interactions when customers access Sacombank’s new digital banking platform.
Sacombank’s development strategy aims to accurately and diversely meet the needs of each customer segment. Photo: Sacombank Website.
No longer having to “search in the abyss” for information, customers can now easily access content and services according to their preferences. The information displayed on the website is customized to the user’s wishes, such as service suggestions, learning, or card information lookup.
In addition, Sacombank’s products are also specifically categorized according to the characteristics of each customer segment, such as students, young people seeking career development or building a home, people planning for retirement, or business customers needing bank support for startups, company operations, business development, and expansion.
Especially, the website can automatically remember customers’ operational habits and search content to timely support and provide suitable content for the next visit. Furthermore, through the chatbot integrated on the website, requests for inquiries, product consultations, and services of Sacombank customers are almost instantly fulfilled, 24/7, and highly personalized according to each context.
A representative from Sacombank shared, “The new generation digital banking website, with superior improvements aimed at personalizing the customer experience, marks a new milestone for us on the journey to realizing comprehensive digital transformation strategy, thereby enhancing service quality on all channels.”
Comprehensive Changes to Accelerate Digitization
With the new generation digital banking website, Sacombank is currently one of the pioneering banks to implement a website system using Adobe Experience Manager (AEM Cloud) technology in Vietnam – a world-class AI-integrated digital experience platform.
According to Mr. Le Mai Anh, Deputy Chairman of SmartOSC, the unit that implemented Sacombank’s website: “Adobe Experience Manager enhances the website’s interactivity by integrating social media, organizing activities and supporting the initiation and management of customer advisory lists. This technology contributes to positive changes for customer experience and enterprise operations management.”
Thanks to new improvements from interface design to system features, Sacombank’s new generation digital banking website provides customers with a smooth experience, with page loading speeds of less than 3 seconds, on all devices and browsers. Actual implementation proves outstanding effectiveness, with website traffic doubling and potential customers obtained from the website increasing by 2.5 times.
In addition to personalization and interactivity in customer experience, Sacombank also focuses on building a synchronous digital ecosystem, connecting and integrating multiple systems to enhance customer care quality and simplify internal administration.
The website is a stepping stone for SmartOSC and Sacombank to continue their cooperation in accelerating the pace of digitization, maintaining technology deployment, and ensuring stability on Sacombank’s digital channels and transactions.
Through substantial investments in developing all four pillars including Technology Infrastructure; Comprehensive Digitization Solutions; Digital Products and Services; and People and Digital Mindset, Sacombank expects to bring truly differentiating touches to the journey of exploring and serving millions of customers.
With persistent and resolute efforts in revolutionizing customer experience on digital channels, Sacombank is progressively moving closer to its strategic direction of “Accelerating Digital Transformation – Building a Business Ecosystem”, and strives to become the leading modern and versatile retail bank in Vietnam.
Experience personalized services with Sacombank at:
Sacombank Website: www.sacombank.com.vn
Sacombank Fanpage: https://www.facebook.com/SacombankHome
24/7 No Keypad Hotline: 1800 5858 88
